Product Adoption Manager

Role overview A government technology company is hiring a Product Adoption Manager to own the post-implementation window for a permitting pre-application product that helps residents and business owners understand permit requirements, costs, and next steps before they apply. Reporting to the Director of Product, this role carries each customer agency through its first six to nine months: training staff broadly, confirming public guides are placed where residents start, and returning on a cadence until adoption holds. The manager also serves as the product team's direct view into how agency staff actually use the platform day to day, feeding field observations back into the roadmap.

Responsibilities - Own adoption across the full customer lifecycle for agencies using a permitting front-door product, from launch through renewal readiness - Launch new agencies with the training, placement, and early follow-up needed for adoption to take hold - Re-engage recently launched agencies to deepen staff use, close training gaps, and prepare for renewal conversations - Monitor mature accounts for renewal risk, usage signals, and opportunities to reinforce product value - Review new features and changes before release from the perspective of agency staff and residents, flagging confusion points, likely support load, or training concerns, and feeding engineering directly during review cycles - Carry field observations of staff behavior back into the product roadmap and partner with product marketing on adoption and enablement material for the installed base - Travel to customer sites for launch training and business reviews, and tag each agency with its launch cohort while logging adoption and risk signals per account

Requirements - Bachelor's degree in a relevant field or equivalent work experience - 5+ years taking government or enterprise SaaS customers live and through adoption, in professional services, implementation, training, solution consulting, or customer success - Exceptional training and facilitation skills, including designing effective materials, engaging mixed agency audiences, assessing whether users can apply what they learned, and building internal champions - Experience driving voluntary adoption of a product or process inside an organization, including influencing users who are not required to change their behavior - Experience working inside a city, county, or state agency - Subject-matter knowledge of municipal permitting, planning, or licensing, deep enough to judge whether a guide is giving residents the right answer, to be credible with a building official or planning director, and to follow the conditional logic, eligibility rules, and fee calculations behind it well enough to describe a needed correction

Nice to have - Experience launching a new product or module into an existing customer base - Comfort using product and usage data to assess adoption, explain trends, and diagnose common launch barriers, including whether residents can easily find the public guides

Benefits and work setup - Annual base salary range of $120,000-$135,000 (less applicable taxes), adjusted for factors such as location, education, skills, training, and experience - Eligibility for a discretionary annual bonus tied to company and individual goal achievement - Full-time remote role in the U.S. with 10-20% travel required for customer-site training and business reviews - Benefits package including flexible time off, medical, dental, and vision plans, family planning benefits, 401(k) with company match, health savings account with company contributions, flexible spending account, life/accident/disability coverage, business travel insurance, and employee assistance programs